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Executive Director of Quality and Customer Experience
2 months ago
We are seeking a seasoned Executive Director of Quality and Customer Experience to lead our quality control, service management, and customer satisfaction initiatives at Kevin Edward. This leadership role involves driving key metrics in quality improvement, cost efficiency, return management, call centre operations, and service parts supply chain.
Key Responsibilities:- Oversee Quality Control: Ensure timely communication and effective improvement measures to drive quality excellence.
- Manage Service Expenses: Identify cost-saving opportunities and implement efficient processes to reduce expenses.
- Lead Return Rate Reduction: Conduct root cause analysis and implement corrective actions to minimize returns.
- Oversee Channel Returns: Manage the entire returns process from logistics to crediting, ensuring seamless execution.
- Manage Call Centre Performance: Oversee outsourced call centre operations and ensure all key performance indicators (KPIs) are met.
- Expand Field Service Network: Optimize the national field service network, coaching providers to maintain high standards.
- Lead Service Parts Supply Chain: Ensure performance goals are achieved and provide strategic recommendations to management.
- Minimum 5 years of experience in quality and customer service, with leadership experience.
- Proven track record of building and leading high-performing teams.
- Strong analytical, problem-solving, and leadership skills.
